After changing to a new electic provider two months prior, I accidentally sent TXU an electronic transfer from my bank account using bill pay. I had failed to change the address to my new provider so TXU received a payment to my former account which should have been closed. Rather than sending this payment back, which they should have done, they showed it as a credit to my (former) account which is useless to me since they no longer provide my service. This, of course, made me late in paying my new provider. TXU received my payment on July 5, and as of today, August 3, has not returned my money.
My first phone call to them was on July 13, at which time the foreign customer service rep told me a refund would be initiated. I called again on July 16, and that foreign sounding person said he had no record of my previous call, but would make a note to refund. I sent 3 or 4 emails to TXU during the week of July 16-20 with no response. I then filed a complaint with the Public Utility Commission online. After that, I finally got a response by email and a phone call from a man in the "issues" department who said the "process" to refund my money was started on July 23. I waited a few days, and then called him back and left a message. He called me yesterday and said he could not tell me when the check was mailed since the "process" takes place "overseas", and he was not in charge of it but would find out what happened to my refund. I did not hear from him today and did not receive my refund in today's mail.
The PUC never responded by email, but sent a letter dated July 27 saying they had notified TXU to contact me within 21 days. I spoke with a person at the company who handles Bill Pay for my credit union, and she said most companies transfer the payments back to them when the account is no longer valid. I am not happy with what TXU has done (or failed to do) and believe their business practices are in question.
0 comments